international student handbook · by choosing us as your education provider, you are choosing a...

International Student Handbook Excel College Australia RTO No. 45200 CRICOS No. XX of 20

International Student Handbook


Contents

Introduction .............................................................................................................................................. 3

Welcome............................................................................................................................................... 3

About us ............................................................................................................................................... 3

Our obligation to you ............................................................................................................................ 3

Our contact details ............................................................................................................................... 3

Our location .......................................................................................................................................... 4

About our area ...................................................................................................................................... 4

Courses we offer .................................................................................................................................. 4

Visas and conditions ............................................................................................................................ 4

What is a USI and why do I need one? ................................................................................................ 4

Education agents .................................................................................................................................. 5

RPL and credit transfer ........................................................................................................................ 5

Course orientation ................................................................................................................................ 5

Support and welfare ............................................................................................................................. 6

What’s required of me as a student? ................................................................................................... 7

How can I apply? .................................................................................................................................. 8

Policies and processes ............................................................................................................................ 9

Fees and refunds ................................................................................................................................. 9

Complaints and appeals ..................................................................................................................... 11

Compassionate or compelling circumstances.................................................................................... 12

Course progress and monitoring ........................................................................................................ 13

Deferring your course ......................................................................................................................... 13

Suspending your course..................................................................................................................... 14

Transferring courses .......................................................................................................................... 14

Transferring courses with Excel College Australia............................................................................. 15

Discontinuing your studies ................................................................................................................. 15

Suspending or cancelling your enrolment (initiated by us) ................................................................ 15

Privacy and access to records ........................................................................................................... 16

Important information about Australia .................................................................................................... 18

Living and studying in Australia .......................................................................................................... 18

Cost of living ....................................................................................................................................... 18

Accommodation .................................................................................................................................. 18

Transport ............................................................................................................................................ 19

Health and safety ............................................................................................................................... 19

Working on a student visa .................................................................................................................. 19

Overseas Student Health Cover (OHSC) .......................................................................................... 19

Emergency contacts and other useful numbers & info ...................................................................... 20


Introduction

Welcome

Welcome to Excel College Australia! This

handbook provides you with everything you

need to know about studying with us in

Australia. By choosing us as your education

provider, you are choosing a high-quality and

industry relevant course and education

provider to ensure you are set up for the

future.

About us

Located in Bankstown, Sydney, Excel College

Australia provides courses in the areas of

Leadership and Management, Accounting and

Bookkeeping, Retail Cosmetics, Hairdressing,

Cardiopulmonary Resuscitation, First Aid,

Alcohol and Gambling Services. With well-

located and comfortable facilities for students,

industry current trainers and assessors along

with modern equipment and resources, Excel

College Australia is a wise choice for your

learning and future.

Excel College Australia is a provider of

vocational education and training (or VET as it

is commonly known). The VET sector in

Australia is based on a partnership between

governments and industry. VET qualifications

are provided by government institutions, called

Technical and Further Education (TAFE)

institutions, as well as private institutions. We

are a private institution. VET courses broaden

your skills in specialised areas and are

competency based. This means that you are

either Competent, or Not Competent, and if

you achieve competence for all your units that

make up a qualification then you can be

awarded with your qualification certificate. To

read further about vocational education and to

see the various certificate levels which make

up the framework, follow the link:

https://www.studyinaustralia.gov.au/English/Au

stralian-Education/Vocational-education

Our obligation to you

As a Registered Training Organisation (RTO)

and CRICOS Education Provider registered

with Australian Skills Quality Authority (ASQA),

we have an obligation to ensure the quality of

the nationally recognised training and

assessment we deliver. We must comply at all

times with the Standards for RTOs 2015,

which are part of the VET Quality Framework,

as well as the Education Services for

Overseas Students Act 2000 and the National

Code of Practice for Providers of Education

and Training to Overseas Students 2018

(National Code).

We take this seriously, so we have developed

policies and procedures along with systems

within our business to make sure we comply

with the standards and legislation. As we are

responsible, this means that we take

responsibility for any third parties we may work

with – this includes training partners, education

agents and sales/marketing providers. We

participate in audits with the regulator (ASQA)

and must provide them with information when

they request it. We are also required to issue

you with your Australian Qualification

Framework (AQF) certification documents

once you have been found competent. If you

fee in any way that we are not living up to our

obligations, you have the right to make a

complaint. Please see the Complaints and

Appeals section of this handbook for

information on how to do so.

Our contact details

Main telephone number: (02) 9791 1880

Email: [email protected]

Website: http://excelcollegeaustralia.edu.au

Student support contact details

CEO: Melissa Veidreyaki Tel: 0432 480 075

Available 24/7 for emergency situations

Operations Manager: Abdul Arshad Mohammed

(02) 9791 1880

Administration & Student Support Officer:

Burhanuddin Syed

Available via the main contact telephone number.

https://www.studyinaustralia.gov.au/English/Australian-Education/Vocational-education

https://www.studyinaustralia.gov.au/English/Australian-Education/Vocational-education

mailto:[email protected]

http://excelcollegeaustralia.edu.au/


Our location

We are located at: Levels 1B/C and 3C, 40

Raymond Street, Bankstown NSW 2200.

Google Maps link:

https://goo.gl/maps/2QGG9wEo14yisSFN6

About our area

Bankstown is a major commercial and

administrative centre, based 20 kilometres

from Sydney CBD. It is one of the most

ethnically diverse communities in Australia.

The cultural diversity of Bankstown’s

population has developed this bustling suburb

into a food-lovers paradise, featuring

everything from Greek to Vietnamese cuisine.

Bankstown has some beautiful parklands and

the river foreshores are teamed with

international-standard sports facilities, retail

and lively dining precincts.

The Sydney Bankstown Airport is a major hub

for Australian general aviation and charters

private aircraft and helicopter flights.

Bankstown is well connected to bus and train

networks and easily accessible to and from the

Sydney CBD. We recommend you purchase

an Opal card for travel between trains and

buses. See https://transportnsw.info/tickets-

opal for more information about purchasing,

topping up and managing an Opal card.

For more information about Bankstown, please

visit the website this information has been

sourced from:

http://www.visitsydneyaustralia.com.au/bankst

own.html

Courses we offer

Excel College Australia offers the following

courses to international students:

• BSB42015 Certificate IV in Leadership

and Management

• BSB51918 Diploma of Leadership and

Management

• FNS40217 Certificate IV in Accounting

and Bookkeeping

• FNS50217 Diploma of Accounting

• SHB30416 Certificate III in Hairdressing

• HLTAID001 Provide cardiopulmonary

resuscitation

• HLTAID003 Provide first aid

• SITHFAB002 Provide responsible service

of alcohol

• SITHGAM001 Provide responsible

gambling services

• SITHFAB005 Prepare and serve expresso

coffee

• CPCCWHS1001 Prepare to work safely in

the construction industry

Visas and conditions

After you have successfully completed the

application and enrolment process, you will be

issued with a Confirmation of Enrolment

(CoE). Once you have this, you can apply to

the Department of Home Affairs for a student

visa. You may choose to use a Registered

Migration Agent or may choose to complete it

yourself. More information about how to apply

for a visa can be accessed here:

https://immi.homeaffairs.gov.au/visas/getting-

a-visa/visa-finder/study

Once you have received your visa, you must

abide by its conditions. If you don’t, you can be

sent home and won’t be able to finish your

course. Conditions include (but are not limited

to):

• Satisfy attendance and/or course progress

requirements and maintain a valid

enrolment for your course.

• Only work if you have been given

permission to do so as part of your visa

grant (and not work more than the

stipulated number of hours).

• Maintain approved Overseas Student

Health Cover (OSHC) while in Australia

• Notify your training provider of your

Australian address and any subsequent

changes of address within 7 days.

• Complete the course within the duration

specified in the CoE you received.

• Remain with the principal education

provider for 6 months unless you are

issued with a letter of release from the

education provider to attend another

institution.

What is a USI and why do I need

one?

USI is the acronym

for Unique Student

Identifier. It is a

reference number

that creates an

online record of

your training and

https://goo.gl/maps/2QGG9wEo14yisSFN6

https://transportnsw.info/tickets-opal

https://transportnsw.info/tickets-opal

http://www.visitsydneyaustralia.com.au/bankstown.html

http://www.visitsydneyaustralia.com.au/bankstown.html

https://immi.homeaffairs.gov.au/visas/getting-a-visa/visa-finder/study

https://immi.homeaffairs.gov.au/visas/getting-a-visa/visa-finder/study


qualifications attained in Australia. If you don’t

have a USI, then you can’t be awarded your

qualification or statement of attainment.

Under the Unique Student Identifiers Act 2014,

all RTOs must ensure they have a valid USI

for any student that enrols in nationally

recognised training from 2015. This means

(unless you have an exemption issued by the

USI registrar) that as a student you must

provide us with your USI. For information

about USIs including how to create one visit

https://www.usi.gov.au/.

For information on exemptions visit:

https://www.usi.gov.au/about/privacy-and-

unique-student-identifier/individual-

exemptions-students

If you are having trouble creating a USI, we

will assist you during the orientation session

on the first day.

Education agents

Excel College Australia uses education agents

to assist us to recruit students. We have

written agreements in place to ensure ethical

practices as we hold our responsibility to our

students, the sector and reputation of the VET

industry in Australia very seriously. A list of

approved education agents can be found on

our website at:

http://excelcollegeaustralia.edu.au

RPL and credit transfer

Credit transfer is a formal recognition of

previous studies and can help to reduce the

duration of your course, as well as fees. You

may apply for a credit transfer for a complete

unit or modules within a unit. There is no

charge to apply for a credit transfer but you

need to let us know that you want to apply for

this on your application for enrolment form in

the relevant section. You will need to provide a

certified copy of your certificate either issued

by another education provider or an

authenticated VET transcript issued by the USI

Registrar.

Recognition of Prior Learning (RPL) is a

process where skills and knowledge that you

have gained through work and life experience

and other unrecognised training can be

formally recognised. You need to let us know

that you want to apply for RPL at the time of

application by indicating this on the application

for enrolment form in the relevant section.

There is a charge for RPL and this can be

viewed in the Fees and Refunds section of

this handbook. RPL can also reduce your

course duration and fees.

We will inform you in writing of any reduced

course duration and fees due to credit transfer

and RPL and issue your CoE for the reduced

duration of the course.

Course orientation

On the first day of your course, we will deliver

an orientation session to you which includes

an induction session. It’s vital that you attend

this as we will cover the following topics:

• Course information.

• Facilities and resources available at our

campus.

• Emergency evacuation procedures.

• Your rights and responsibilities as a

student.

• Support services available.

• Legal, emergency and health services.

• Safety relevant to Australia and your

environment.

• Critical incidents and critical incident

reporting

• Policies about course progress,

attendance monitoring, deferral,

suspension and cancellation, course

transfer and our complaints and appeals

process.

• Student visa conditions related to course

progress and attendance.

• Information about work rights.

• Question and answer session

• Assistance in creating your USI if you

have not done so already.

What can I expect during training

and assessment?

Vocational training

and assessment is

all about practical

and competency-

based learning and

assessment that is

relevant to industry and our modern world.

You will learn in the classroom and/or the

practical work environment where the industry

conditions are simulated to prepare you for

https://www.usi.gov.au/

https://www.usi.gov.au/about/privacy-and-unique-student-identifier/individual-exemptions-students



http://excelcollegeaustralia.edu.au/


your chosen field. You are required to

undertake a range of assessment activities

dependent on the course you are undertaking.

Your assessment tasks will either be marked

as Satisfactory or Not Satisfactory and

achievement of a Satisfactory result for all

assessment tasks within a unit of competency

results in a mark of Competent for that unit.

Once you have received a mark of Competent

for all units that make up the qualification– you

will be eligible to be awarded your

qualification.

Re-assessment arrangements

Arrangements for reassessment will be

arranged with you directly with your

trainer/assessor if, and as, necessary. You are

entitled to two attempts at each assessment

task and if you exhaust both attempts, then

you will be required to pay an additional cost

for re-assessment as outlined in the Fees and

Refunds information and this will also be

outlined in your Student Agreement signed at

enrolment. Please refer to the Fees and

Refunds section for more information.

We can’t guarantee that you will be awarded

your qualification as this is dependent on you

and the work you put into your course. We will

provide you with all the necessary facilities,

equipment, trainers and support to complete

the qualification – but the outcome of it

depends on you. We also can’t guarantee that

you will find work in your chosen field, as this

depends on factors beyond our control – but

what we can guarantee is that we will provide

you with consistent training and an industry-

relevant course with the support and guidance

from a fantastic team of dedicated trainers who

care about your individual progress. Each

student matters to us – and your positive

outcome and successes are successes of our

college community also.

Support and welfare

We all need a little extra support sometimes

and when you are living and studying overseas

– you may need a little bit more than you

normally would. We are here to help you – so

don’t ever be shy to let us know what you are

going through and how we can help.

We offer the

following in

relation to support and welfare.

• One to one support from the

trainer/assessor

• Support with personal issues

• Access to additional learning resources

• Reasonable adjustment in assessment

• Social events

• Buddy program

• Information about external sources of

support.

You may not have studied for a while, may

have English as a second language or need

additional assistance with literacy or

numeracy. We will identify any additional

support needs you may have at the time of

application and enrolment and may prepare an

Student Support Plan for you based on those

needs.

We have a range of information we can

provide you with on a variety of issues – this

may be related to accommodation, legal or

financial issues, cultural considerations,

disability support, stress management – or

maybe you are experiencing a bout of

homesickness. If you are experiencing it –

then we are concerned about it. Please

communicate with us because we care. We

don’t charge for internal services but you will

be responsible for any external provider costs

at the time you access the services. We can

assist you to find local groups of like-minded

people in the area, connect you with other

students with similar interest groups or simply

be a friendly listening ear when you need one.

Depending on your needs, we will provide you

with a referral to the relevant local organisation

and assist you to access services from them.

Some support services are listed in our

Important information about Australia

section of this handbook – but it’s best to come

and speak to the Administration and Student

Support Officer where you can have a

confidential discussion and get the right type of

service / support for your need or concern.


Issuing certificates

Once you have been found competent in all

units you are enrolled in that make up your

qualification and have paid all your relevant

fees – we will issue you with your qualification

and record of results within 30 days. If you

withdraw, meaning that you only partially

complete your course, then you will be issued

with a Statement of Attainment (SoA) within 30

days of withdrawal for all the relevant units that

you have completed as competent. We

reserve the right to withhold the issuance of

any certificates until all fees have been paid,

except were we are not permitted to so by law.

We cannot issue your certificates if we do not

have your USI on file, which is why we ensure

upfront that you have created one, and assist

you to do so at the time of orientation if you

have not created one prior to this.

Reissuing certification documents

We are required by law to keep records of your

qualification and units achieved for at least

thirty (30) years. If you lose your statements or

qualification, we can re-issue these to you for

an additional charge. Refer to our Fees and

Refunds section for more information.

Feedback

Your feedback is important to us! Like all

businesses, we strive to improve and use

feedback to make changes in line with

continuous improvement. We want to make

sure we are meeting the needs of current and

future students so please let us know if

something isn’t right or you have a feedback

suggestion by emailing or calling us.

You will also be provided with a Quality

Indicator Survey which is issued by the

National Centre for Vocation Education and

Research (NCVER). You may also receive

surveys from your trainer or the office from

time to time. Please complete these and return

as advised.

If your details change…

From time to time your personal details may

change. You might get a new mobile phone

number, change your address or emergency

contact details. It’s actually a condition of your

visa to notify us within 7 days if your address

changes.

If you ever notice that something isn’t right with

some of your personal information or our

records – please let us know so we can amend

your records and correct it.

What’s required of me as a student?

The next section of this handbook outlines

important policies and processes that you

need to know about as a student. It’s expected

that you have read through and are familiar

with this information – keep this handbook

handy for future reference so you can refer to

it when needed.

You are also expected to read through and

abide by the Student Code of Conduct which is

included in the next section below along with

other important information. You can also find

out more about the ESOS Framework which

protects your rights at:

https://www.studyinaustralia.gov.au/english/au

stralian-education/education-system/esos-act

We look forward to welcoming you as a new

student if you are not one already and wish

you the best of luck in your studies and your

time spent here in Australia!

https://www.studyinaustralia.gov.au/english/australian-education/education-system/esos-act

https://www.studyinaustralia.gov.au/english/australian-education/education-system/esos-act


How can I apply?

The application process is outlined in the diagram below:

Complete and send your Application for Enrolment Form to us. Make sure you include any supporting documents if there are entry requirements for your chosen course. These may include verified copies of previous qualifications, your passport, previous schooling and English testing results.

When we receive your application for enrolment, we will assess it against the course requirements. If your application is verified, we will arrange an interview with you. Your interview may be in person (if you are in Australia) or via phone or Skype.

Your application will then be processed and if you are successful you will be issued with a Offer Letter and Student Agreement. If you were unsuccessful, we will be in touch to advise you of the outcome and provide advice about other suitable options or what you need to do before re-applying.

Carefully review your Offer Letter and Student Agreement and make sure your course fees, duration and payment plan are correctly stated. Read through all of the included policies and procedures and if you are in agreement, sign and return to us and we we will then issue you with an invoice.

Once we have received your first payment, you will be issued with an electronic Confirmation of Enrolment (COE). Use this document to apply for your visa with the Department of Home Affairs. Once your visa is granted, make sure you arrive in Australia in time for your first class and orientation session.


Policies and processes

Fees and refunds

We want to make sure you understand all fees

and charges associated with your course so

please carefully read this section.

You can find out about the fees for a course on

the Course Brochure and in addition all fees

associated with your course are included in the

Student Agreement. The Student Agreement

also includes a detailed payment schedule and

payment options, as well as your rights.

We will also tell you about the potential for

fees and charges to change over the duration

of their course, although it is unlikely that fees

and charges will change.

We protect your fees at all times by:

• Maintaining a sufficient amount in our

account so that so that it is able to repay

all tuition fees already paid.

• Through our membership of the Tuition

Protection Scheme (TPS). The role of the

TPS is to assist international students

where we are unable to fully deliver their

course of study. The TPS ensures that you

are able to either complete their studies in

another course or with another education

provider or receive a refund of your

unspent tuition fees.

• Not requiring you to pay more than 50% of

course fees prior to commencement,

except where a course is less than 26

weeks. However, you may choose to pay

your fees in full or a greater amount than

50%. Please contact us if you would like to

pay more than is documented in your

student agreement.

Please note that the following fees can apply

in addition to the fees advertised in the Course

Brochure.

Additional fees that may apply in addition to tuition and non-tuition fees include:

Additional fees that may apply

Amount

Deferral fee Nil

Re-assessment fee (students have a total of 2 attempts and any

$100

Additional fees that may apply

Amount

attempt thereafter will incur the stated fee).

Fees for late payment of course fees

$100 per week for each week the payment for course fees is delayed

Credit transfer Nil

RPL Application fee of $250

Unit fee $500

You are required to pay all fees and charges

by the date indicated on the invoice. Where

you are unable to make a payment by the

specified date, please contact us to discuss

alternative arrangements.

All payments are to be made into the account

specified on the invoice.

Where fees are overdue and you have not

made alternative arrangements, a first

warning, second warning and notice of

intention to report regarding non-payment of

fees will be sent to you as follows:

• First warning letter - failing to pay an

invoice within 5 days of receipt or

contacting us to make alternative

arrangements.

• Second warning letter - failing to pay an

invoice within 5 days of receipt of the first

warning letter or contacting us to make

alternative arrangements.

• Notice of intention to report - failing to pay

an invoice within 5 days of receipt of the

second warning letter or contacting us to

make alternative arrangements.

Following cancellation of enrolment due to

non-payment of fees, your debt will be referred

to a debt collection agency.

Refunds

Please carefully read the following information

about refunds. Please carefully read the

following information about refunds. This

applies whether you paid the fees or an

education agent paid the fees and non-tuition

fees on your behalf.


All application fees are non-refundable except

where we cancel a course before it has

started.

If we cancel a course either before or after it

starts, you will receive an automatic refund

and do not need to completion the Refund

Application Form. The refund will be provided

within 10 working days of the default.

In all other circumstances, you should

complete and submit a Refund Application

Form which can be accessed from our office

This form must be submitted within 10 working

days of the event that led to the request for the

refund. The outcome of the refund assessment

will be forwarded to you within 20 working

days, as well as any applicable refund.

Refunds will be paid to you or to the person or

organisation who paid the course fees and will

be paid in Australian Dollars.

The refund policy does not remove your right

to take further action under Australian

Consumer Law.

International student refunds

In addition to the above circumstances, refunds apply as follows:

Circumstance Refund due

Excel College Australia cancels course before commencement

Full refund of all fees

Excel College Australia cancels course following commencement

Full refund of all unspent fees calculated as follows:

Weekly tuition fee multiplied by the weeks in the default period (calculated from the date of default).

Excel College Australia has not provided a Student Agreement that meets the requirements of the National Code 2018.

Full refund of all unspent fees calculated as follows:

Weekly tuition fee multiplied by the weeks in the default period (calculated from the date of default).


Student withdraws up to 4 weeks prior to course commencement.

Application fee not refunded.

Refund of all other fees and charges.

Student withdraws less than 4 weeks prior to course commencement.

Application fee not refunded.

Refund of 90% of all other fees and charges.

The student does not commence on the agreed start date and has not previously withdrawn.

No refund. Fees for full study period (term) to be paid.

Student withdraws after commencement.


Student’s enrolment is cancelled due to disciplinary action.


Student breaches a visa condition


The student has supplied incorrect or incomplete information causing Excel College Australia to withdraw the offer of the course prior to commencement.


The student is refused a visa because they did not pay start their course at the agreed location on the agreed starting day or they withdrew from their course with Excel College Australia or they did not pay an amount due.


The student is refused a The total amount of



visa and therefore does not commence their course on the agreed starting day or withdraws from the course on or before the agreed starting day because of the visa refusal.

all course fees (tuition and any non-tuition fees) received or less whichever is the lower amount of 5% of the total amount of the fees or the sum of $500.

The student is refused a visa and has already commenced their course.

The total amount of all course fees (tuition and any non-tuition fees) received for less whichever is the lower amount of 5% of the total amount of the fees or the sum of $500.

Complaints and appeals

We sincerely hope not, but from time to time

you may be unhappy with the services we

provide or want to appeal a decision we have

made. We take your complaints and appeals

seriously and will ensure in assessing them

that we look at the causes and action that we

can take to ensure it does not happen

again/reduce the likelihood of it happening

again.

Complaints can be made against us as the

RTO, our trainers and assessors and other

staff, another learner of Excel College

Australia, as well as any third party that

provides services on our behalf such as

education agents.

Complaints can be in relation to any aspect of

our services.

Appeals can be made in respect of any

decision made by RTO. An appeal is a request

for Excel College Australia’s decision to be

reviewed in relation to a matter, including

assessment appeals.

In managing complaints, we will ensure that

the principles of natural justice and procedural

fairness are adopted at every stage of the

complaint process. This means that we will

review each complaint or appeal in an

objective and consistent manner and give

everyone the opportunity to present their point

of view.

Our internal complaints and appeals process

can be accessed at no cost.

We do encourage you to firstly seek to

address the issue informally by discussing it

with the person involved.

However, if you do not feel comfortable with

this or you have tried this and did not get the

outcome you wished you can access the

formal complaints and appeals process.

If you want to make a complaint or appeal, you

must:

• Submit your complaint or appeal in writing

using the complaints and appeals form.

The complaints and appeals form outlines

the information that should be provided

and can be accessed from reception.

• Submit your complaint within 30 calendar

days of the incident or in the case of an

appeal within 30 calendar days of the

decision being made.

We will acknowledge your complaint or appeal

will be acknowledged in writing within 3

working days of receipt.

We will review your complaint or appeal will

commence within 5 working days of receiving

the complaints.

Complaints and appeals will be finalised as

soon as practicable or within 30 calendar days.

However, where the complaint or appeal is

expected to take more than 60 calendar days

to process, Excel College Australia will write to

inform the complainant or appellant of this

including the reasons for such. Following this

update, regular updates will be provided of

progress.

For assessment appeals, we will appoint an

independent assessor to conduct a review of

an assessment decision that is being

appealed.

We will communicate the result of the

complaints and appeals process to you in

writing and this will include the reasons for the

decision.

If you do need to come in for a meeting, you

can have a support person of your choice

present to assist you to resolve the complaint

or appeal.


Generally, your enrolment will be maintained

throughout any internal appeals process that

concerns a decision to report you.

Additionally, If the appeal is against our

decision to report you for unsatisfactory course

progress or attendance, your enrolment will be

maintained until the external process is

completed and has supported or not our

decision to report you.

If the appeal is against our decision to

suspend or cancel your enrolment due to

misbehaviour, this will not take effect until after

the outcome of the internal appeals process.

Independent parties

Where the internal process has failed to

resolve the complaint or appeal, you will be

able to take your case to the Overseas

Students Ombudsman (OSO).

International students may complain to the

OSO about a range of circumstances

including:

• being refused admission to a course

• course fees and refunds

• being refused a course transfer

• course progress or attendance

• cancellation of enrolment

• accommodation or work arranged by the

Excel College Australia

• incorrect advice given by an education

agent

• taking too long in certain processes such

as issuing results

• not delivering the services indicated in the

Student Agreement.

More information can be found at:

http://www.ombudsman.gov.au/making-a-

complaint/overseas-students#quality-of-

education-provider

You can access this services at no cost in

relation to matters that cannot be resolved

through internal processes. Further information

and contact details are included below.

We will cooperate in full with the OSO and will

immediately implement their decisions or

recommendations and/or take preventative or

corrective action required by the decision or

recommendation.

We will communicate all actions to you in

writing based on the OSO’s decision.

Complaints can also be made to the

organisations indicated below:

National Training Complaints Hotline:

The National Training Complaints Hotline is a

national service for consumers to register

complaints concerning vocational education

and training. The service refers consumers to

the appropriate agency/authority/jurisdiction to

assist with their complaint. Access to the

Hotline is through:

Phone: 13 38 73, Monday–Friday, 8am to 6pm

nationally

Email: [email protected]

Australian Skills Quality Authority (ASQA):

Complainants may also complain to our

registering body, Australian Skills Quality

Authority (ASQA). It is important to understand

that ASQA does not act as an advocate for

individual students and is not responsible for

resolving disputes between students and

training providers. ASQA only uses information

from all complaints as intelligence to inform

regulatory activities. More information can be

found at:

https://www.asqa.gov.au/complaints

Nothing in this policy and procedure limits the

rights of an individual to take action under

Australia’s Consumer Protection laws and it

does not circumscribe an individual’s rights to

pursue other legal remedies.

Compassionate or compelling

circumstances

You will find that many of our policies refer to

compassionate and compelling circumstances

so it is important to understand this term.

Compassionate and compelling circumstances

are personal circumstances that:

• are involuntary and outside your control,

for example, medical, family, wellbeing, or

enrolment circumstances, and

• present you with limited or no choice.

http://www.ombudsman.gov.au/making-a-complaint/overseas-students#quality-of-education-provider



mailto:[email protected]

https://www.asqa.gov.au/complaints


Course progress and monitoring

In order to maintain satisfactory course

progress and attendance you must:

• Attend all of your classes, with a

minimum attendance of 80% expected

• Satisfactorily complete all of your

assessments

• Actively participate in classes

Your course progress will be monitored to

make sure you are completing all of your

assessments and actively participating in

learning.

Your attendance will be recorded at the start

and end of each class you attend and your

attendance rate will be calculated weekly.

Please note you cannot be absent for more

than 5 consecutive days without approval for a

leave of absence. If you are absent we will

contact you via SMS, phone calls and emails.

We may asses that you are at risk of

unsatisfactory course progress and/or

attendance if you:

• Have an overall result of Not Yet

Competent result for a unit.

• Do not attend classes on a regular basis.

• Do not participate in learning activities

within the classroom.

An exception may be made where you are

attending at least 70% of the course contact

hours and is maintaining satisfactory progress.

In this case we will contact you in writing and

issue you with a First Warning Letter inviting

you to attend a meeting with us to discuss your

lack of progress and/or attendance and to

agree on a plan to address this (an

Intervention Strategy).

If following the First Warning Letter you either

do not attend a meeting with us or continue to

not make satisfactory course progress, we will

send you a Second Warning Letter inviting you

to attend a meeting with us to discuss your

lack of progress and/or attendance and to

possibly adjust the Intervention Strategy

agreed on.

If following the Second Warning Letter you

either do not attend a meeting with us or

continue to not make satisfactory course

progress, we will send you a Notice of

Intention to Report for Unsatisfactory Course

Progress/Attendance including the reasons for

the notice. This will mean you may be reported

to the Department of Home Affairs with the risk

of your visa being cancelled. You may appeal

this decision (see section on complaints and

appeals) but you must do so within 20 days of

receiving the notice.

We will only report unsatisfactory course

progress or unsatisfactory course attendance

if:

• the internal and external complaints

processes have been completed and the

decision or recommendation supports our

original decision; or

• you do not appeal the decision within the

20 working day period; or

• you do not access an external complaints

and appeals process: or

• you withdraws from the internal or external

appeals processes by notifying us in

writing.

Please note that extensions to your course

duration specified on the CoE will be allowed

if: you

• Can provide evidence of compassionate or

compelling circumstances.

• Where you are participating in or about to

participate in an intervention strategy

because you are at risk of not meeting

course progress or attendance

requirements.

Deferring your course

Excel College Australia allows you to defer

your course. This means that your place is

guaranteed but you can choose to delay the

start of your course for up to 12 months.

To defer your course, you will need to

complete a Deferral Form and provide

evidence of compassionate or compelling

circumstances.

If your request is approved you will receive a

new Student Agreement including a revised

start date.

It is important to check the impact on your visa

by contact the Department of Home Affairs.


Suspending your course

Excel College Australia allows you to suspend

your course. This means that although you

have commenced your studies you will be able

to take a leave from your studies of up to 12

months.

To suspend your course, you will need to

complete a Leave of Absence Form and

provide evidence of compassionate or

compelling circumstances.

If your request is approved you will receive a

new Student Agreement including a revised

start date.

It is important to check the impact on your visa

by contact the Department of Home Affairs.

A leave of absence will not be approved if fees

are unpaid.

Transferring courses

If you wish to transfer to another RTO or

university within the first six months of your

main course of study, you will need to apply for

release from RTO. If you wish to transfer after

six months you do not need permission for

release (although you will still need to

complete a withdrawal form - see the section

on deferral, suspension and cancellation).

For your application, the RTO or university you

with to transfer to must be registered with the

Commonwealth Register of Institutions and

Courses for Overseas Students (CRICOS). It

is important to check this which you can do

using the CRICOS course and institution

search.

Excel College Australia will approve your

request for transfer if:

• the course is academically unsuitable for

you because you are not able to achieve

satisfactory course progress at the level

you are studying despite participating in an

agreed Intervention Strategy.

• you can prove that you need the transfer

because of compassionate or compelling

circumstances.

• the course outlined in your Student Agreement has not been delivered

• you provide evidence that your reasonable expectations about the course are not being met

• you provide evidence of being misled by Excel College Australia, or by an education or migration agent, regarding the Excel College Australia or the course, and the course is therefore unsuitable.

Excel College Australia will not approve your request if:

• you do not provide satisfactory evidence of compassionate or compelling circumstances.

• You cannot show that you have been participating in the agreed Intervention Strategy in order to achieve satisfactory course progress.

• you have unpaid course fees for the current study period

• the transfer would put your progression through a package of courses at risk

• you require access to particular support services that have not yet been provided or offered to you.

How to apply

If you wish to apply to transfer to another

registered provider prior to completing six

months your main course, you must complete

a Withdrawal Form and attach a copy of the

offer from the other RTO or university. The

Withdrawal Form will require you to include a

statement of your reasons for seeking release.

You will receive a notice advising you of the

outcome within 10 working days of receipt of

the form and valid enrolment offer. Where the

request is granted, a Letter of Release will be

provided to you. It is important for you to

contact the DHA to seek advice on whether a

new student visa is required. All refunds

associated with course transfer will be in

accordance with our Fees and Refunds policy.

Appealing the decision

If your application is unsuccessful you will be

advised in writing and you can access our

Complaints and Appeals Policy and Procedure

to appeal the decision within 20 working days

of receipt of the decision.

We will not finalise the refusal until the appeal

process is complete and either finds in our

favour or until the 20 working day period in

http://cricos.education.gov.au/

http://cricos.education.gov.au/


which you can access the complaints and

appeals process has passed.

Transferring courses with Excel

College Australia

Excel College Australia offers students the

options to transfer to other courses within

Excel College Australia.

Excel College Australia will approve your

request for transfer if you can show that:

• the course better meets your study

capabilities and/or longterm goals

• you provide evidence that your reasonable expectations about the course are not being met

Excel College Australia will not approve your request if:

• the transfer would put your progression through a package of courses at risk

• you require access to particular support services that have not yet been provided or offered to you.

• there is evidence that you are trying to avoid being reported to DHA for failure to meet the provider's attendance or academic progress requirements.

• you have unpaid course fees for the current study period.

How to apply

If you wish to apply to transfer to another

course, you must complete an Internal Course

Transfer Form. The Form will require you to

include a statement of your reasons for

seeking release.

You will receive a notice advising you of the

outcome within 10 working days of receipt of

the form. Where the request is granted, a new

CoE will be provided to you. It is important for

you to contact the DHA to seek advice on

whether a new student visa is required.

It is also important to check whether us

whether any additional fees will be required to

be paid.

Appealing the decision

If your application for internal transfer is

unsuccessful you will be advised in writing and

you can access our Complaints and Appeals

Policy and Procedure to appeal the decision

within 20 working days of receipt of the

decision.

Discontinuing your studies

You may decide that study is not for you and

choose to discontinue your studies. Before you

make a final decision, however, it’s a good

idea to talk to us to help you to make an

informed decision.

If you no longer wish to continue with your

studies with us, then you must complete a

Withdrawal Form. Make sure you carefully

read the Fees and Refunds information so that

you know how your decision affects your fees.

Usually once you have commenced a study

period (term) you won’t be able to get a refund.

Suspending or cancelling your

enrolment (initiated by us)

It is important to understand that your

enrolment may be cancelled or suspended by

us in a range of circumstances:

• Misbehaviour i.e. not abiding by the

Student Code of Conduct as outlined in

this Handbook.

• Not paying your course fees.

• Not making satisfactory course progress

or attending classes as set out in this

Handbook.

Where any of the above circumstances apply

you will be contacting in writing to inform you

of the intended suspension or cancellation and

the reasons for this.

You will be given the opportunity to access our

Complaints and Appeals Policy and Procedure

to appeal the decision within 20 working days

of receipt of the decision.

We will report you to until the internal appeal

process is complete, unless your health and

wellbeing or that of others could be at risk.

It is important for you to contact the DHA to

seek advice on your student visa.


Privacy and access to records

All information about you is kept in the strictest

confidence and can be provided to you on

request. Please note that you do need to

request this in writing and this can be done by

email.

You were provided with a Privacy Notice in

your Student Agreement which told you about

the information we need to share with other

agencies. This is included below again for your

information.

Under the Data Provision Requirements 2012,

Excel College Australia is required to collect

personal information about you and to disclose

that personal information to the National

Centre for Vocational Education Research Ltd

(NCVER).

Your personal information (including the

personal information contained on this

enrolment form), may be used or disclosed by

Excel College Australia for statistical,

administrative, regulatory and research

purposes. Excel College Australia may

disclose your personal information for these

purposes to Commonwealth and State or

Territory government departments and

authorised agencies; and NCVER.

Personal information that has been disclosed

to NCVER may be used or disclosed by

NCVER for the following purposes:

• populating authenticated VET transcripts;

• facilitating statistics and research relating

to education, including surveys and data

linkage;

• pre-populating RTO student enrolment

forms;

• understanding how the VET market

operates, for policy, workforce planning

and consumer information; and

• administering VET, including program

administration, regulation, monitoring and

evaluation.

You may receive a student survey which may

be administered by a government department

or NCVER employee, agent or third-party

contractor or other authorised agencies.

Please note you may opt out of the survey at

the time of being contacted.

NCVER will collect, hold, use and disclose

your personal information in accordance with

the Privacy Act 1988 (Cth), the National VET

Data Policy and all NCVER policies and

protocols (including those published on

NCVER’s website at www.ncver.edu.au).

For more information about NCVER's Privacy

Policy go to https://www.ncver.edu.au/privacy.

Student code of conduct

The following information outlines what’s

expected of you.

Your Responsibilities

Policies and procedures

You are expected to:

• Read and follow our policies as document

in this handbook

• Respond to our communications promptly

• Advise us within 7 days of any change of

contact details including current residential

address, mobile number, email address

and who to contact in the event of an

emergency

Learning and assessment


• Attend scheduled classes

• Actively participate in learning

• Complete all homework given to you

• Complete and submit all assessments on

time

• Refrain from plagiarism, cheating and

collusion

• Pay all fees due

• Ask for support if needed

Classroom conduct


• Arrive on time for your class

• Be prepared for class

• Dress appropriately

• Only use handheld devices in class when

relevant to the activity

• Communicate in English

https://www.ncver.edu.au/

https://www.ncver.edu.au/privacy


Respect and ethics

Students are expected to:

• Respect others’ values and beliefs

• Interact with others in a collaborative,

professional manner

• Use our resources for the purpose for

which they are intended

• Refrain from harassment and

discrimination of any kind

• Resolve any conflicts calmly

• Respect ours and other people’s property

Your Rights

Policies and procedures

You can expect to:

• Be informed of our policies and associated

procedures

• Receive regular and relevant

communications

• Learn in a safe environment

• Have your personal details kept

confidential and secure

• Access the information that we hold about

you.

• Have the opportunity to provide feedback

on services received

Learning and assessment

You can expect to:

• Be provided with high quality training,

assessment and support services

• Receive the support you need

• Have your assessments marked and

returned within 10 working days of

submission.

• Receive feedback on assessments where

the result is not satisfactory

Classroom conduct

You can expect your trainer and assessor to:

• Be on time for classes

• Be prepared for class

• Be knowledgeable and engaging

• Dress appropriately

• Only use handheld devices in class when

they are relevant to the activity

• Communicate in English

Respect and ethics

You can expect:

• To have your values and beliefs respected

• To be treated fairly and equitably by staff

and students

• Interact with others in a collaborative,

professional manner

• Respect for yourself and your property


Important information

about Australia

Living and studying in Australia

Australia is one of the world leaders in

education and home to almost 700,000

international students. It’s a great place to live

and study as Australia has some of the lowest

crime rates in the world with lots of open

spaces, beautiful parks and wildlife, golden

surf beaches and vibrant cities and night life.

Australia is a welcoming and friendly country

toward overseas visitors and our national

values include individual freedoms along with

protection of the rights of citizens and visitors

with a transparent legal system in place. We

are a multi-cultural and diverse nation with a

thriving mix of regional and city centres

providing a variety of landscapes and

opportunities. Australia is a technologically

advanced nation with great infrastructure and

transportation options for students and being a

country with one of the highest minimum wage

rates – Australia is really a fantastic place to

live and study.

This information has been sourced from Study

in Australia provided by the Australian

Government. If you would like more

information about a specific topic, please visit

the website:

https://www.studyinaustralia.gov.au/

Cost of living

As of October 2019, the 12 month living costs

are as follows:

• For students or guardians - AUD$21,041

• For partners coming with you - AUD$7,362

• For a child coming with you - AUD$3,152

For a specific breakdown of accommodation

and other living costs, please refer to

https://www.studyinaustralia.gov.au/English/Liv

e-in-Australia/living-costs and make use of the

cost of living calculator provided by Insider

Guides at https://insiderguides.com.au/cost-of-

living-calculator/

Accommodation

There are a variety of accommodation options

in Australia to suit every need, preference and

budget. This includes, renting, purpose-built

student accommodation, short-term

accommodation like hotels and hostels, share

houses or home stays. For detailed

information about the various types of

accommodation and legal obligations and

rights for renting in each state and territory,

please visit


e-in-Australia/Accommodation

https://www.studyinaustralia.gov.au/

https://www.studyinaustralia.gov.au/English/Live-in-Australia/living-costs

https://www.studyinaustralia.gov.au/English/Live-in-Australia/living-costs

https://insiderguides.com.au/cost-of-living-calculator/

https://insiderguides.com.au/cost-of-living-calculator/

https://www.studyinaustralia.gov.au/English/Live-in-Australia/Accommodation

https://www.studyinaustralia.gov.au/English/Live-in-Australia/Accommodation


Transport

Australia has great public transport options

including trains, busses, taxis and other ride

share options like Uber and Didi. Australia also

has many cycling and walking paths and its

affordable domestic flight travel means that

you may like to take advantage of your time

here by seeing more of the sights.

Health and safety

Australia is generally a safe country, but you

do need to be aware of the risks and be

prepared. Make sure you read the information

provided at the link on the following topics:

• Emergencies

• Home safety

• Fire

• Transport and personal

• Sun and water

Working on a student visa

Student visa holders can work up to 40 hours

every two weeks (fortnight) during study terms

and unlimited hours during school holiday

breaks. For more information on popular

industries for students to work in, your rights

and responsibilities, your employer’s rights and

information about the Fair Work Ombudsman

visit:


e-in-Australia/work

Overseas Student Health Cover

(OHSC)

You must have student healthcare cover

before arriving in Australia and for the duration

of time you are in Australia – this is a visa

requirement of the Department of Home

Affairs. For further information about OSHC

and other optional insurances visit


e-in-Australia/Insurance

https://www.studyinaustralia.gov.au/English/Live-in-Australia/work

https://www.studyinaustralia.gov.au/English/Live-in-Australia/work

https://www.studyinaustralia.gov.au/English/Live-in-Australia/Insurance

https://www.studyinaustralia.gov.au/English/Live-in-Australia/Insurance


Emergency contacts and other

useful numbers & info

Emergency services: Dial 000 and advise

whether you require:

• Police

• Fire

• Ambulance

Police station

The nearest police station is:

Bankstown Police Station, 14 Meredith St,

Bankstown NSW 2200. Tel: (02) 9783 2199

Website: www.police.nsw.gov.au

Department of Home Affairs (DHA):

Tel: 131 881

9 Wentworth St. Parramatta NSW 2150

26 Lee St. Sydney NSW 2000

Medical facilities near campus

The closest hospital to campus with an

Accident and Emergency Department is:

Bankstown-Lidcombe Hospital, Eldridge Road,

Bankstown NSW 2200. Tel: (02) 9722 8000.

Website: www.swslhd.health.nsw.gov.au.

The closest medical centre is:

Bankstown Medical Centre, 1 North Terrace

Bankstown NSW 2200. Tel: (02) 9792 2022

Transport services

Public transport: http://www.transportnsw.info/

Local taxi companies:

http://www.rslcabs.com.au/sydney-

suburbs/baulkham-hills-taxi/

Taxi company

Black and white cabs 133222

https://www.blackandwhitecabs.com.au

Airport taxi:

http://www.airportconnections.com.au/

Crisis support

Lifeline 13 11 14

Lifeline provide a 24-hour crisis support and

suicide prevention service. If you are thinking

about suicide or are experiencing a personal

crisis, call Lifeline for immediate support.

Beyond Blue 1300 22 4636

Beyond Blue provide support services to those

who need support and may be affected by

anxiety, depression or suicidal thoughts. They

can be contacted by phone, online chat

support or via email. Visit their site:

www.beyondblue.com.au

See a range of help lines and websites at

https://www.beyondblue.org.au/get-

support/national-help-lines-and-websites

including mental health, groups who may

experience discrimination, kids helpline,

Relationships Australia and Headspace.

http://www.police.nsw.gov.au/

http://www.swslhd.health.nsw.gov.au/

http://www.transportnsw.info/

http://www.rslcabs.com.au/sydney-suburbs/baulkham-hills-taxi/

http://www.rslcabs.com.au/sydney-suburbs/baulkham-hills-taxi/

https://www.blackandwhitecabs.com.au/

http://www.airportconnections.com.au/

https://www.beyondblue.org.au/get-support/national-help-lines-and-websites

https://www.beyondblue.org.au/get-support/national-help-lines-and-websites

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